Dynamics 365 Contact Center - Consult, transfer securely for PSTN numbers, and IVR

We are announcing the ability to securely consult and transfer calls to non-Microsoft systems for PSTN numbers, and IVR in Dynamics 365 Contact Center. This feature will reach general availability on June 30, 2026.

How does this affect me?
Users will be able to securely consult with and transfer calls to external PSTN numbers and IVR systems, such as payment processors or verification services. During these interactions, recording and transcription will automatically pause to help protect sensitive information. Users will also be able to send DTMF inputs to external systems during the call.

What action do I need to take?
This message is for awareness, and no action is required.

If you would like more information on this feature, please visit Consult, transfer securely for PSTN numbers, and IVR.